using video interpreting in the workplace richard schatzberg executive chairman and founder, aequus...

Using Video Interpreting in the Workplace

Richard SchatzbergExecutive Chairman and Founder,

Aequus Technologies Jeff Rosen

General Counsel and VP of Governmental Affairs, Snap!VRS

Melinda EvansGlobal Diversity and Compliance Programs Director,

CSC

June 25, 2009

DBTAC: Southeast ADA Center, Project of the Burton Blatt Institute.Funded by NIDRR Grant # H133A060094. © 2009 All Rights Reserved

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DBTAC National Network of ADA Centers

1-800-949-4232 [voice/tty]

adata.org


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Discussion Topics: An Overview

Interpreting Methods: In-person versus Video Interpreting

Definitions of Video Relay Services & Video Remote Interpreting

Network Security

Costs

Federal, State Regulations and Guidelines

Making Decisions to Use VRS and/or VRI

Examples of How VRS & VRI Can Be Used in the Workplace

What Snap!VRS Provides

Questions & Open Discussion


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Interpreting Methods

Definitions & RequirementsCommunity-based Interpreting (CBI)

Video-based Interpreting

Defined CBI involves an interpreter traveling to a physical location to provide interpreting services face-to-face with one or many individuals who are deaf or hard of hearing.

Video-based interpreting involves an interpreter connecting to one or more individuals who are deaf from a remote location through a video phone.

Requirements If an interpreting assignment lasts longer than ~25 minutes, two interpreters are typically brought in to allow proper rest periods for each interpreter.

Longer video calls are handled by a team of video interpreters (VIs) within a service center.

Jeff


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AdvantagesCommunity-based Interpreting (CBI)


Advantages The interpreter(s) can educate themselves on the discussion topic prior to beginning the assignment, as well as the people involved in the discussion. Often, you can schedule the same interpreter for multiple sessions.

Real-time access to interpreters often without any scheduling required. VRS is free to the company and employee (paid for through the Telecommunications Relay Fund). In VRI, you only pay for what you use (typical billing is in 5 - 15 minute intervals)

Jeff


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DisadvantagesCommunity-based Interpreting (CBI)


Disadvantages Cost can be a major factor in CBI. Interpreters are paid portal-to-portal (meaning including travel time) at an hourly rate as high as ~$100/hour (typically with a two hour minimum assignment). Advance scheduling of interpreters is usually required (often 2 weeks prior).

The interpreter typically has no indication of the topic prior to a video interpreting session being initiated. You never know which interpreter you are going to get. Calls are handled in a queue on a first-come, first-serve basis.


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Video Relay Services (VRS)

Video Relay Services &Video Remote InterpretingDetermining Which to use is a Matter of Geography

VRS involves two individuals (one deaf and one hearing) in discussion when they are geographically separated, and would therefore require a (video) phone call to communicate.

VRI involves two individuals (one deaf and one hearing) who are physically located in the same location and require an ASL interpreter to effectively communicate.

Video Remote Interpreting (VRI)


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ACCESSIBILITY

Low Hi

= Dedicated Lines (DSL or Proxy Networks)

LEGEND

Med

= Port configuration & control (i.e. outbound video only)

= Network Server Solutions (SBCs or RTP Relay)

Network SecurityCreating Accessibility While Maintaining Network Security & Managing Costs

– A Range of network security setups exist form simple to complex


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Categories VRS VRI

Interpreting Services

VRS is paid for by the Telecommunications Relay Services fund. VRS can be used for short or long calls, as much as is required 24 hours per day, 365 days per year.

VRI is paid for by the employer. Typically, the employer hires a VRI interpreting firm and schedules an interpreter a few days prior. The cost can range from $1.50 - $3.00 per minute (usually there is a fifteen minute minimum).

Broadband The employer provides the broadband required for video communication (ranges from 250 - 512 kps).

The employer provides the broadband required for video communication (ranges from 250 - 512 kps).

CostsWhat Do the Employer & Employee Pay For?


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Categories VRS VRI

Video Equipment

Typically, VRS video equipment is provided by the VRS provider (often free of charge).

Video equipment is purchased from a retail store or from a VRS provider.

Installations Varies by contract. Many VRS providers will provide free installation, unless extraordinary costs are involved.

Few VRI providers offer installation services.

Training Many VRS providers will provide free training, unless extraordinary costs (i.e. travel) are involved.

Some VRI providers will provide training on use of equipment.



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Categories VRS VRI

Network Configuration (if applicable)

Complex network configurations may require consulting arrangements with VRS providers

Very few VRI providers have network experience to support complex configurations

Engineering Services (if applicable)

A few VRS providers offer engineering consulting services for development of SBCs or other required network server solutions.

Very few VRI providers have engineering experience to support creation of SBCs or other required servers.



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Key Federal Regulations for VRS

What is the Law? Confidentiality. Interpreters are prohibited from disclosing

the content of any relayed calls regardless of content and from keeping any information relating to the call beyond the duration of the call.

Non-Preferential treatment. VRS providers must handle calls in the order in which they are received. They cannot selectively answer calls from certain consumers or certain locations.

Call Content. Interpreters are prohibited from intentionally altering a relayed conversation and must relay all of the conversation unless the relay user specifically requests summarization. All calls must be conducted in real time.


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What is the Law? Competence. A “qualified interpreter” is able to interpret

effectively, accurately and impartially, both receptively and expressively, using any necessary specialized vocabulary.

24/7 Operation. Call centers must operate 24 hours a day, 7 days a week. VRS providers must have redundancy features in their networks and call centers functionally equivalent to the equipment in normal telecommunications offices, including uninterruptible power.


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What is the Law? 911. For emergency calls (for example, calling the fire or

police department), a VRS CA may not be able to automatically direct the call to the appropriate emergency service provider or know the caller’s location. Emergency calls should be placed by dialing 911 directly on a TTY using the regular telephone network.

Telecommunications. VRS may not be used to interpret for people in the same room, which should be handled through the use of an in-person interpreter or through video remote interpreting (VRI). VRS is intended to allow persons who are deaf and heard of hearing to have access to communications services that are functionally equivalent to the services available to hearing individuals using a telephone.


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Making Decisions to use VRS/VRI

What are the Benefits? How many deaf employees does your company have? What are their interpreting needs? Do your deaf employees communicate with internal colleagues

or external vendors, customers, or agents? Would they prefer to communicate using ASL (versus text/email)

if available? Would access to video interpreting increase their productivity and

job satisfaction? Is there a burden placed on your staff to schedule on-site

interpreters? Is it cost prohibitive? Is access to and the lead-time to find on-site interpreters a

problem for you? Are on-site interpreters in short supply? Would video interpreting solutions provide greater inclusion in the

workplace for your deaf and hard of hearing employees?


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Workplace Case StudiesHow are VRS/VRI Being Used in Corporations Today?

Category Name Job Function(s)

Fortune 500 Computer Sciences Corporations (CSC)

“Deaf & hard of hearing employees in MD, VA and DC received Ojo videophones following cooperative network trials between CSC and Snap!VRS. Once deployment is completed, CSC plans to expand to other regions.”

Small Business

Hire Disability Solutions (HDS)

Training and placement of deaf and hard of hearing customer service agents into inbound customer care functions.

State/Government

DOL CAP Program

Centralized assistive technology purchase program for 68 federal agencies.

Non-profit Meadowlink Deaf and hard of hearing staff join business development function.


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Computer Sciences Corporation

What Factors Made CSC a Successful Implementation?

CSC recognizes: While voice systems such as the telephone revolutionized

both public and private communications it presented a barrier to hearing impaired individuals.

In the workplace the telephone becomes useless for the hearing impaired;

While there are alternatives communication methods that CSC provides, this technology solution gives the hearing impaired employees the opportunity to participate in many more activities.


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Computer Sciences Corporation

What Factors Made CSC a Successful Implementation?

CSC believes: Breaking down barriers means finding ways to support

employees who may have a disability;

While cost may be a concern it is important to explore all avenues in finding a solution;

Most employees need some type of tool to be successful, whether a PC, blackberry, etc.;

All employees should, where feasible, be provided with the tools necessary that allows them to reach their full potential.


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Computer Sciences CorporationWhat Factors Made CSC a Successful Implementation?

CSC knows: Our program to promote and provide Video Phones benefits

the company as much as the employee; Non-hearing impaired employees will feel more comfortable

communicating with the hearing impaired employee as the program progresses;

The real success is when the Video Phone becomes just another tool in the workplace.

CSC and Snap!VRS engineers partnered to ensure: The network configuration provided security from intrusion; The end users have the tools necessary to effectively use the

equipment.


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Superior Form Factor

Convenient stand-alone desktop appliance does not require a PC or television.

Easier network integration and installation enabled by use of SIP protocol.

Greater portability for use within the office; travel with Ojo.

Ergonomic and stylish design creates visual appeal.

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Superior Form FactorSuperior Form Factor

What Does SNAP!VRS Provide

Ojo™ Video Phone

accessaphone™

Total Conversation


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“Higher Quality Call Experience”

Interpreters are bound by Agreement to ensure customer privacy and confidentiality of video communications.

Nationally certified interpreters; receive world-class training.

Positive work environment enables customers to benefit from cheerful interpreters; employer of choice for interpreters.

Customers receive a fast speed to answer when placing VRS calls.

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“Higher Quality Call Experience”“Higher Quality Call Experience”


Confidential Interpreting Services


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New Advance Features

Ojo built-in video mail enables customers to never miss a call.

High quality video format (SIP) creates a true-to-life call experience.

10-digit & IP-address dialing feature.

1-way Voice-Carry-Over (VCO); audio pass-through for hearing caller.

accessaphone Total Conversation (ATC) - integrated text with audio/video (pending).

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New Advance FeaturesNew Advance Features



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Engineering Services On-site live demonstration of the solutions for the lead

customer contact, potential end-users, and network engineers.

Demo units shipped to network engineers prior to testing. Network testing performed in cooperation with corporate

network engineers designed to identify a compatible, secure, and reliable networking solution.

Network consulting and server development, configuration and installation support services for Session Border Controllers (SBCs), RTP Relay, or other network solutions.

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Engineering ServicesEngineering Services



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Installation Support

10-digit phone number offering and phone provisioning handled through Snap!VRS data centers.

On-site installation services, including one-time install and service call.

Annual on-site maintenance program offered as an option to enterprises.

Remote technical and customer support offered through video, email, or text.

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Installation SupportInstallation Support



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Training & Education

Formalized orientation & functionality training, including “train-the-trainer”, available on-site or remotely via Snap!VRS technical team.

ASL videos and text-based tutorials available online for both end-users and HR and IT professionals.

Diversity training for hearing individuals & managers.

On-going training of new employees.

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Training & EducationTraining & Education



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*Open Discussion &

Questions


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THANK YOU!


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Contact Information

Jill HoughtonDBTAC: Southeast ADA

Center(954)461-4726 [voice][email protected]

Jeff RosenVP & General Counsel

Snap!VRS(845)652-7107 [voice][email protected]

Melinda EvansGlobal Diversity & Compliance

Program DirectorComputer Sciences Corp.

(301)429-8541[voice][email protected]

Richard SchatzbergExecutive Chairman Snap!

VRS(845)652-7101 [voice][email protected]

Please Feel Free to Reach Out to Us at Your Discretion

mailto:[email protected]





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DBTAC: Southeast ADA Center

Toll-free: 1-800-949-4232 [voice/tty]Fax: (404) 541-9002 Web: sedbtac.org

Email: [email protected]

http://www.sedbtac.org/



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Education Credits

CEU Credit (.1) Approved by the University College at Syracuse UniversityTo earn .1 CEU credit, you must meet the following requirements: Participate in the 1.5 hour webinar on June 25, 2009. DEADLINE July 1, 2009, submit Participant List and CEU Form to

the DBTAC: Southeast ADA Center by fax (404) 541-9002.

NOTES: The Participant List must still be submitted to verify attendance,

even if you are the only participant. If more than one participant, on the day of the webinar, provide the

Participant List as a sign-in for participants and distribute the CEU form to each participant that is seeking CEU credit.

Participant List and CEU Form available at: sedbtac.org/eventscalendar.php?eventid=503

http://sedbtac.org/eventscalendar.php?eventid=503

http://sedbtac.org/eventscalendar.php?eventid=503


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DisclaimerThe DBTAC: Southeast ADA Center (Southeast DBTAC) is authorized by

the National Institute on Disability and Rehabilitation Research (NIDRR) to provide information, materials, and technical assistance to individuals and entities that are covered by the Americans with Disabilities Act and its Amendments (ADA) under Grant No. H133A060094. However, you should be aware that NIDRR is not responsible for enforcement of the ADA. For more information or assistance, please contact your regional DBTAC via the National Network of ADA Centers' web site at adata.org or by calling 1-800-949-4232 [voice/tty].

The information, materials, and/or technical assistance are intended solely as informal guidance, and are neither a determination of your legal rights or responsibilities under the Act, nor binding on any agency with enforcement responsibility under the ADA. The Burton Blatt Institute at Syracuse University (BBI) does not warrant the accuracy of any information contained herein. Any links to non-BBI information are provided as a courtesy. They are not intended to nor do they constitute an endorsement by the BBI of the linked materials.

http://adata.org/


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Copyright Information

This work is the property of the

DBTAC: Southeast ADA Center

Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the authors. To disseminate otherwise or to republish requires written permission from the authors.

using video interpreting in the workplace richard schatzberg executive chairman and founder, aequus...

Documents

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interpreting assignment

overview interpreting

interpreting services

video phone

southeast ada center

longer video calls

team of video interpreters